What are the responsibilities and job description for the Service Manager position at Gallo Mechanical?
Gallo Mechanical Services is seeking an experienced Area HVAC Service Manager to lead and develop our HVAC service field organization. This position is responsible for technician and supervisor performance, safety, technical support, quality control, customer satisfaction, and service financial performance.
The ideal candidate is a strong HVAC leader who can lead people, solve problems, understand the business, and drive accountability in the field. This individual must be comfortable working both strategically and hands-on while developing a high-performing service team.
Responsibilities
- Lead and hold HVAC technicians and supervisors accountable for safety, professionalism, productivity, quality, and customer service.
- Own HVAC field technician behaviors, performance expectations, and development.
- Lead monthly HVAC safety meetings and ensure compliance with company, OSHA, EPA, and other applicable requirements.
- Ensure technicians maintain required EPA certifications and other applicable licenses.
- Provide technical guidance and hands-on support for complex HVAC troubleshooting and service issues.
- Conduct field quality audits and provide coaching and corrective action when necessary.
- Conduct quarterly ride-alongs with technicians and supervisors to evaluate competencies, performance, and development opportunities.
- Develop technicians and supervisors through coaching, training, and performance management.
- Monitor callbacks, workmanship, productivity, utilization, and customer satisfaction.
- Partner with dispatch and operations teams to optimize technician utilization and response times.
- Support recruiting, onboarding, retention, and succession planning for the service organization.
- Identify legitimate service, repair, replacement, and pull-through opportunities.
- Understand service financials and the relationship between revenue, labor, productivity, gross margin, overtime, callbacks, and operating costs.
- Monitor monthly financial performance and identify the operational levers that need to be adjusted to achieve financial commitments.
- Participate in forecasting, financial reviews, budgeting, and business planning.
- Support customer escalations and maintain strong relationships with key customers.
- Promote a culture of safety, accountability, continuous improvement, and operational excellence.
- 7 years of commercial HVAC service experience preferred.
- Previous HVAC service management or supervisory experience.
- Strong commercial HVAC troubleshooting and diagnostic knowledge.
- EPA 608 certification required.
- Understanding of OSHA and HVAC safety requirements.
- Proven ability to lead, coach, and develop technicians and supervisors.
- Strong communication, organizational, and problem-solving skills.
- Ability to understand financial statements, KPIs, budgets, and service profitability.
- Ability to make sound operational and financial decisions.
- Valid driver's license and acceptable driving record.
- Willingness to travel throughout the assigned service area and maintain a strong field presence.
At Gallo Mechanical Services, our foundation is built on the core values of family, service, and exceptional performance. With 80 years as a proud, locally-owned family business, we are dedicated to finding innovative ways to serve and support the community we call home. It all starts with our greatest asset – our people! We invest in your growth through dedicated training programs and back you up with a comprehensive benefits package designed to help you thrive in your career.
- Training, support, and career progression to help you grow in your career.
- Company-paid medical insurance
- Dental, vision, voluntary life, short term disability, accident, and critical illness insurance
- Team Incentive Program (TIP): Allows eligible employees to share in company financial success.
- 401(k) plan with a 5% company match
- Employee wellness resources, PTO benefits, and more!